Evening Outage & Emergency Response Supervisor

HAWAIIAN ELECTRIC CO.; Honolulu (HI); On-site; USD 89,000 - 114,000; Full time

Job summary

Hawaiian Electric Company is seeking a Supervisor for the Customer Assistance Center (Outage & Emergency Response) on Oahu, Maui, or Hawai'i Island. The role leads evening call operations, guides a team of CAC staff, and ensures responsive service during outages and emergencies.

The successful candidate will manage resources, monitor performance, and collaborate with internal partners to resolve issues, while upholding the company’s service standards and regulatory requirements.

Qualifications

• 3–5 years experience in the CAC or similar customer service/management role.
• Experience with call center operations and performance metrics.
• Strong leadership, communication and time-management skills.
• Knowledge of billing, credit operations and regulatory rules.
• Ability to mentor and coach staff.

Responsibilities

• Lead daily operation of the Customer Care Center and ensure excellent customer experience.
• Manage resources to maximize efficiency and productivity.
• Provide training and development for direct reports.
• Monitor KPIs and service levels; take corrective actions.
• Oversee billing, collections and posting of financial transactions.

Skills

Leadership

Supervisory

Customer service

Analytical skills

Communication

Tools

CIS

IVR

Customer website and portal

Job description

Hawaiian Electric Company is seeking a Supervisor for the Customer Assistance Center (Outage & Emergency Response) on Oahu, Maui, or Hawai'i Island. The role leads evening call operations, guides a team of CAC staff, and ensures responsive service during outages and emergencies.

The successful candidate will manage resources, monitor performance, and collaborate with internal partners to resolve issues, while upholding the company’s service standards and regulatory requirements.